Genesys Cloud - Main

Hi everyone,

I have a question regarding call transfers in Genesys Cloud CX.

Context:
When I transfer a call to another agent and the agent does not answer, the call is redirected to their voicemail, allowing the caller (or transferring agent) to leave a message.

Issue:
In our setup, we do not want calls to go to voicemail when the target agent does not answer.

Question:
How can we disable voicemail for user-to-user transfers in Genesys Cloud CX?
Is there a way to configure this behavior (e.g., via user settings, routing configuration, or Architect flows)?

Expected behavior:
If the agent does not answer, the call should be rerouted (for example, back to the queue or to another destination) instead of going to voicemail.

Any guidance or best practices would be greatly appreciated.

Thanks!

1. User Permissions: You can prevent agents from receiving voicemails by removing the Voicemail > Voicemail > Receive permission from their profile.
2. Architect Flow: In Architect, switch the flow type to Voicemail and edit the Default Voicemail Flow. At the beginning of this flow, there is already a validation check to determine if it is a queue or a user voicemail. You can leverage this logic to trigger a transfer whenever an agent is the intended recipient.

Note: The voicemail flow is a single shared flow used by the entire organization.

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Elisson Fernandes
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